What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
- 3h 18m
- Nicholas J. Webb
- AMACOM
- 2017
The best companies in the world discover what their customers desire--and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success.
Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and:
- Gain invaluable insights into who they are and what they care about
- Use listening posts and Contact Point Innovation to refine customer types
- Engineer experiences for each micromarket that are not only exceptional, but insanely relevant
- Connect across the five most important touchpoints
- Co-create with your customers
- And much more
When you learn to provide your customers with exactly what they want, they not only buy--they come back again and again...and bring their friends.
About the Author
Nicholas J. Webb is a world-renowned innovation thought leader. Nicholas has been awarded over 45 patents by the US Patent and Trademark Office for breakthrough technologies including one of the first wearable technologies and one of the world’s smallest medical implants. Nicholas Webb’s innovations also include a wide range of industrial and consumer products. Nicholas is known by many as the “Innovation Evangelist”, he speaks around the world on the future of the economy, innovation and healthcare. Nick combines his own personal experience of "having been there" with a proven strategy for increasing profits and market share through a combination of leading-edge innovation methods and general business best practices. Nicholas is the author of The Innovation Playbook, The Digital Innovation Playbook, Invent Stuff and Breakers. Nicholas Webb is a Senior Partner at Cravve (whatcustomerscrave.com), a Customer Experience Consulting Firm that provides Customer Experience Strategies, Insights and Training to some of the best brands in the world. Nicholas is a frequent speaker and workshop leader at vertical industry conferences as well as innovation, licensing and technology forums around the world.
In this Book
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The Advent of "Exceptional" Customer Service
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Bring Home the Bacon: The Value of Customer Types
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The Journey to Exceptional Customer Service Experiences
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Getting Down to the Nitty-Gritty: Why, Who, and What
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Innovating Excellence
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Innovation: A Collaborative Process
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The Pre-Touchpoint Moment
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The First Touchpoint Moment
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The Core Touchpoint Moment
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The Perfect Last Touchpoint Moment
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The In-Touchpoint Moment
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Technology and the Future of Customer Experience
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Your Roadmap to What Customers Crave
